Poor speed clause for contract?

Blackjack_Davy

I've been having issues with phone line loss of phone service and extremely slow broadband Openreach have "fixed" the problem I have dialtone now and BB has improved but its still only half the speed I had before the problems on the line started

Do I have any recourse with Shell Energy to terminate the contract early for poor/not as expected service or am I stuck with the full term contract? Still got 16 months left on it.

It states on the site the expected speed is 27-38Mbps but I'm only getting half that at ~17Mbps which for "Superfast Fibre" is not great its the same I used to get for "Fast Broadband" and that was cheaper. ideally I'd like to try Mobile broadband instead.

Thx.

400ixl

Where are you measuring the speed? At an end device or on the router itself?

iniltous

The chances are you currently cannot request to leave penalty free and early termination charges will apply if you do leave ,
If Shell subscribe to the Ofcom code of practice , you have to give them the chance to fix your speed , at the moment, given that you say that Openreach have fixed a problem then your speed may well gradually get back to ‘normal’ , or if it doesn’t , your ISP may need to get OR intervention again.

For example , if your line was banded because of the previous instability ( that’s now fixed ) but the banding has not yet  been removed….you would provide some evidence, from the DSL checker ( to see what the predicted speed range for your location is ) and the router statistics to see what your actual connection is like , to confirm the line is underperforming .

If your speed was in line with what Shell originally ‘promised’ , and you had a faulty line that was fixed , there is no reason why that original speed won’t return , it may not be instant but a gradual return, obviously if it doesn’t return and Shell cannot ultimately give you what they promised, ( and if they subscribe to the Ofcom code , it’s not mandatory ) then eventually you may be able to leave penalty free , but you are no where near that point yet.

wongataa

What is your minium speed guarantee from your ISP?  That is the speed that matters.  If you get below that then there your ISP has to fix the issue or let you leave penalty free.

If the fault has just been fixed it may take a few days for the speeds to increase to the maximum they can sustain.

Blackjack_Davy

iniltous said:

The chances are you currently cannot request to leave penalty free and early termination charges will apply if you do leave ,
If Shell subscribe to the Ofcom code of practice , you have to give them the chance to fix your speed , at the moment, given that you say that Openreach have fixed a problem then your speed may well gradually get back to ‘normal’ , or if it doesn’t , your ISP may need to get OR intervention again.

For example , if your line was banded because of the previous instability ( that’s now fixed ) but the banding has not yet  been removed….you would provide some evidence, from the DSL checker ( to see what the predicted speed range for your location is ) and the router statistics to see what your actual connection is like , to confirm the line is underperforming .

If your speed was in line with what Shell originally ‘promised’ , and you had a faulty line that was fixed , there is no reason why that original speed won’t return , it may not be instant but a gradual return, obviously if it doesn’t return and Shell cannot ultimately give you what they promised, ( and if they subscribe to the Ofcom code , it’s not mandatory ) then eventually you may be able to leave penalty free , but you are no where near that point yet.

Alright thanks they know what the router stats are because they can read them remotely they did it on the phone the line attenuation is 68db which is about as bad as it gets he said there was a "fault at the exchange" and the exchange is only a couple of streets away indicating the wiring is in bad state and with copper being phased out of use over the next few years theres likely little incentive for Openreach to dig deeper I imagine. Phoned Shell again today (well actually mised a callback) and they simply reset the router which is now even slower at 10mbps. At this rate I'm simply going to terminate the contract early and take the hit on charges I'm getting really tired of it now especially if mobile proves to be decent.

iniltous

Post the return for your  address from this site 
https://www.broadbandchecker.btwholesale.com/#/ADSL
And post your router statistics, mainly the max attainable, the sync rate and the noise margins , or just post the entire advanced router stat page .
TBH , if you simply want to leave your ADSL service ( if that’s what you are on ) taking the ETC hit ,  because mobile will be better , that’s fine but it’s no skin of your ISPs  nose if the line is not meeting the standards that OR have to achieve, they report it ,  it gets  fixed , it costs your ISP nothing , OR cannot shrug their shoulders and say ‘tough luck’ , if it’s faulty they fix it , but without knowing what the predicted speed for your  location is , and what your router is syncing at , it’s impossible to know if your line is good , bad or indifferent.

Blackjack_Davy

Follow up, was a fault at the exchange allegedly. The biggest hassle was getting it escalated by Shell which took a month once it got so bad (no phone service at all and BB reduced to a few mpbs) that it was obvious there was something wrong they finally called out Openreach who fixed it the next day